Hybrid Client Delivery Manager (City of Sydney)

At Haus of Chain, we approach recruitment differently. Built inside a full-service digital agency, we place exceptional marketing talent based on proven execution and real commercial impact, not just what appears on a CV. We're proud to be partnering with Defiant Digital, Australia's leading creative performance agency. Since 2019, they've helped 300+ brands scale past 7 and 8 figures by blending creative and performance under one roof. As they grow, they are now working with complex, multi-market enterprise clients, and they need someone to own the operating layer that holds it all together
- enter the Client Services Manager. ABOUT THE ROLE As Client Services Manager, you are the conduit between the agency and its clients. You take what the strategists, specialists and creatives develop, then you protect its delivery by scheduling it, resourcing it, and then working back with the client. This role ensures that every function is pushing in the right direction, and that the client knows exactly the progress and status before having to ask the question. You'll own day-to-day client relationships, oversee end-to-end delivery of high-volume BAU and campaign work, working closely with a multi-disciplinary team across creative, performance, tech and strategy. You'll act as the primary point of contact for both client and internal teams, managing multiple concurrent projects from brief through to completion. Clients feel informed, supported, and confident; meanwhile, the internal team feels protected from the noise so they can do their best work. This is not a creative role. You won't be generating ideas, writing copy or shaping strategy, but what you will be doing is ensuring that every portion of a client's campaign is organised, working together and delivering. WHAT SUCCESS LOOKS LIKE Work lands on time, on budget, in line with contractual requirements, with clients feeling aligned and informed at every stage. Briefs are tight, feedback loops are documented, and revision histories don't get lost. Change orders get scoped properly rather than absorbed into the cracks, and the team always knows exactly where every project stands because the project management system reflects reality. You anticipate problems three moves ahead, then resolve them quietly before they become anyone else's. By the time a client asks a question, the answer is already on its way back because excellent news! You've already handled all of that. ABOUT YOU You've spent 5+ years in account management, project management or delivery operations inside a creative or advertising agency. Agency background isn't a preference; it's a non-negotiable. You understand retainer structures, project economics, scoping and budget management, and you know how to hold the line on scope without making the conversation adversarial. You're diplomatic. You can say genuinely hard things to clients, then leave the relationship stronger for it. You're unflappable when a deadline is drifting, or a client is upset, not because you're detached but because you've already thought through three versions of how to fix it. You don't wait for sign-off when the situation calls for a decision. You read the room, trust your judgement, and move. And you document everything, so no one is ever guessing where things stand. A background in business, finance or law is a real advantage. You'll need to understand contractually what's been agreed, hold clients to it and stop scope creep before it starts. Commercially sharp, with the best interests of both Defiant and the client sitting equally in view. Your background certainly includes time as an account manager or strategist. Experience in regulated industries (healthcare, pharma, finance), multi-market delivery or DTC eCommerce production pipelines would put you ahead. Fluency in ClickUp, Asana or Monday.com is expected. People and clients enjoy working with you. Not because you tell them what they want to hear, but because things always feel under control when you're involved. LIFE AT DEFIANT Defiant doesn't believe companies have a culture; they are one. This is a team of A-players on a mission, and they back it up. Flat management structure, real autonomy, no corporate red tape. When things need to change, they change. You'll work hybrid out of the Sydney studio with the flexibility to design a schedule that fits your life, as long as the work gets done. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rs2d4